Kunal Kharat
Global Team Lead
Thane
Summary
A seasoned and results-driven professional with over 15 years of extensive experience in Quality Assurance, Operational Management, and Continuous Improvement. Proven ability to lead teams, drive operational efficiency, and ensure product quality. Currently pursuing a Project Management certification from Google and skilled data analysis. Seeking to leverage expertise in a challenging leadership role that demands excellence in both quality assurance and operational management.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work History
Team Leader Data Quality Assurance
Morningstar India Pvt Ltd
6 2018 - Current
- Led a team of QA professionals to ensure adherence to quality standards and procedures
- Implemented Lean Six Sigma methodologies to optimize processes and drive operational efficiency – RCA, Fishbone, 5S, Kanban, Pareto, Gage R&R, 5 whys
- Managed quality assurance activities for 10 Teams to ensure compliance with industry standards and regulatory requirements
- Collaborated with cross-functional teams to identify and address quality issues and process bottlenecks
- Utilized data analysis techniques to identify trends, patterns, and areas for improvement
- Coordinated with internal stakeholders and external partners to address quality issues and drive process improvements
- Develops and maintains Quality Assurance procedure documentation
- Publishing detailed Power BI Quality reports outlining performance against benchmarks, scores, top performers, highlights, and areas of improvement
- Perform TNA analysis and arranging trainings as per the requirements.
Team Leader Operations
Winbox Pvt Ltd.
02.2017 - 05.2018
- Managed high sales workload with consistent record of achieving deadlines and production targets
- Mentored, hired, trained and directed a team of 10 agents and consistently achieved productivity targets
- Managed internal operational standards and productivity targets
- Helped to increase sales and customer retention by managing implementation new marketing and service strategies
- Contributed to interviewing process, made new hire recommendations and Sat on new hire interviewing panel
- Adhered to applicable guidelines and requirements, and assisted team in doing same
- Evaluated performance and policies against metrics.
- Educated staff on organizational mission and goals to help employees achieve success.
Sr. Quality Analyst
Eclerx Services Ltd
04.2014 - 02.2017
- Led a team of 7 QA’s and inspired them to perform at their best
- Proper planning, organizing and delegating tasks to QA’s
- Performing ATA analysis for QA’s and providing constructive feedback
- Prepared KPI’s, SOP’s and quality process related PPT’s
- Daily and weekly quality reporting to all stakeholders
- Identifying reps and calls failing to meet predefined standards, perform TNA analysis, identify the problem and arranging product knowledge improvement trainings
- Conduct quality sessions with new hires, conduct new hire certifications, preparing and publishing quality reports
- Conduct quality sessions, call listening sessions, encouraging good practices and motivating team members.
Sr. Customer Service Associate
Altisource Business Pvt Ltd.
11.2012 - 03.2014
- Greeted all customers in warm manner and utilized active listening skills to determine assistance required
- Escalated issues to proper supervisors when standard processes were not effective
- Coached new telephone agents on service techniques and provided scoring through quality assurance program
- Stepped up to assist customer service manager with complaints and issues during times when department was short-staffed
- Resolved customer service issues using company processes and policies and provided updates to customers
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
Sr. Customer Relationship Associate
Zenta Pvt Ltd.
11.2009 - 01.2012
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Handling delinquent accounts
- Skip tracing the data to locate addresses of defaulters
- Bank & Wage Garnishment with Vehicle Execution
- Preparing daily reports and sending them to all stakeholders
- Involved in training process of new hires
- Was awarded as best performer for two quarters.
Supervisor
Only Much Louder
06.2005 - 09.2009
- Worked as a freelancer for promotional and Events like: Hindustan times launch in Mumbai
- Fever 104FM (Mumbai launch)
- Voice of Mumbai
- GPI promotions
- Diaggeo Promotions.
Education
Master of Business Administration - Distance -
Narsee Monjee Institute of Management Studies (NMIMS)
Mumbai, Maharashtra 06.2015 - 05.2017
Project Management – pursuing - undefined
Google Certifications
03.2024 - undefined
Lean Six Sigma Green Belt - undefined
Exemplar Global
Mumbai, Maharashtra 01.2019 - undefined
Data Analyst - Pursuing - Data Analysis
ExcelR
03.2019 -
Skills
Quality Assurance Leadership
undefinedAccomplishments
PROJECT
Morningstar India Pvt Ltd
Project Assistant
- Responsible for project co ordination and assistant with Project Manager , customer and clients
- created timelines, milestones, and deliverables to contribute to effective project planning
- assisting the project manager with budgeting, logging expenses, and filing financial reports
- supporting team members in completing their tasks to ensure they meet milestones
- using project management software to maintain charters and process flows
- assisting in risk mitigation, identification, tracking, management, and resolution
- scheduling meetings, conference calls, and project-related events with team members
- observing the team's performance and providing detailed updates to the project manager
- assisting in the preparation of project presentations and reports for senior managers
- collaborating with cross-functional teams that include a diverse range of personalities and skills
PROJECT
Eclerx Services Pvt Ltd.
Project Member
- Assist the Project Manager with conducting research and gathering data to support project initiatives and encourage good decision-making practices
- Continuous Monitoring, Evaluations, Coaching & Feedback.
- Presenting reports to the Stakeholders.
- RCA of CSAT's.
- RCA of Fatal's.
- observing the team's performance and providing detailed updates to the project manager.
- scheduling meetings, conference calls, and project-related events with team members.
Timeline
Project Management – pursuing - undefined
Google Certifications
03.2024 - undefined
Data Analyst - Pursuing - Data Analysis
ExcelR
03.2019 -
Lean Six Sigma Green Belt - undefined
Exemplar Global
01.2019 - undefined
Team Leader Operations
Winbox Pvt Ltd.
02.2017 - 05.2018
Master of Business Administration - Distance -
Narsee Monjee Institute of Management Studies (NMIMS)
06.2015 - 05.2017
Sr. Quality Analyst
Eclerx Services Ltd
04.2014 - 02.2017
Sr. Customer Service Associate
Altisource Business Pvt Ltd.
11.2012 - 03.2014
Sr. Customer Relationship Associate
Zenta Pvt Ltd.
11.2009 - 01.2012
Supervisor
Only Much Louder
06.2005 - 09.2009
Team Leader Data Quality Assurance
Morningstar India Pvt Ltd
6 2018 - Current
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